Charged on luggage

Id like to complain about an incident that happened yesterday

I paid for flights about 2 weeks ago from OR Tambo to King Shaka international airport for the 1st of September for my daughter and my sister

We checked in online and our checking information said each person is allowed a 20kgs luggage into the flight however upon arrival we were charged R820 for luggage that wasn't even weighed

We were told your policy now stipulates that you charge for luggage which started on the 1st HOWEVER our checking in details said we are allowed luggage (at an included cost)

We paid for the bags so as to not miss the flight However I'd like for a refund because 1. We booked our tickets prior to the 1st of September 2. Our checking in details said we were allowed luggage at no extra cost

I was then sent an email address to complain to - which they offered to give me credit for the 820 - which I declined as I never want to fly with Kulula again, so they said they would send me the money and asked for my banking details. On the 1st of October they said I should receive payment in 5-7 working days. I'm still waiting!!! And now Joy (person I've been liaising with) is no longer answering my emails